I resolve complex software and print-production failures for customers using self-publishing platforms for photo books and print products.
At Blurb, I handled up to 50 technical tickets daily and reduced average escalation time from five days to three through prioritization and end-to-end case ownership.
I reconstruct root causes from application data and logs, reproduce issues, document bugs for Engineering, and validate fixes before release. My work contributed to customer satisfaction rising from 87% to 95%.
I’ve authored more than 100 FAQs and macros, scaled support capacity by 30%, and trained new hires. Earlier at Flickr/Yahoo!, I designed escalation processes and trained Tier 3 agents across the USA and Ireland.
